EVERYONE'S INDABA

The Indaba Hotel in Fourways, Sandton, has had its ups and downs but GM Thomas Overbeck has held the "family" together, and shares his experiences with Susan Reynard.

It sometimes seems that just about everybody who is anybody in the hotel industry has worked at The Indaba. And they all have stories to tell, many of which relate to Gerhard Stanek, a GM who ran a very tight ship. He expected his young duty managers to be in certain places at certain times and often caught them by surprise. One who had his hands in his pockets when Stanek came up behind him at 5am one freezing highveld morning fell over and spent the day nursing a bruised ego and face.

It's been a rocky road, but the staff have kept smiling. Hotel manager Tom Overbeck says all are taught that their jobs are important to the business.

The Indaba is poised to enter a new era. It has recently come through an extended period of uncertainty following the collapse of the Karos Group and the Movenpick deal and is currently owned by Standard Bank. Some serious offers are coming in for the extensive property but in the interim, GM Thomas Overbeck says it is business as usual.

What has buoyed up the Indaba throughout this rocky patch is the fact that it is an operation which has served its market well. It is a landmark hotel that has developed good relationships over the years; and this has little to do with who owns the property.

"This time of liquidation has given staff andmanagement the chance to practice what we're good at, finances aside. We have seen how staff really care about the business and each other," says Overbeck. Pride in their work is instilled across the board, with an emphasis on efficiency, cleanliness and professionalism.

Upholding the hotel's mission statement - "To be the most sought after hotel in Africa" - is at the heart of the business. From a guest's perspective, this means the personality of the place must be right. From a staff perspective, this means providing learning and training opportunities and a fun work environment.

There are currently some 245 full-time staff members, with casuals brought in for large functions. The Indaba has been an important training ground for staff through the years and has exchange programmes with hotels as far away as Hong Kong. Staff get to experience every aspect of the hotel industry, from the kitchen to conferencing.

"The challenge as a manager is to keep staff motivated. Our people didn't deserve this difficult period, but most stuck with us," Overbeck says. This time saw staff working with 24-hour notice contracts and some key staff leaving to take up full-time positions elsewhere.

"Where we could, we offered incentives and recognised monthly achievers with a note of congratulations added to their file. We offered our receptionist and front office manager the opportunity to learn French. This was not a major expense in the training budget but means so much to staff and international guests."

He sums it up by saying, "Whatever is good for staff, is good for business. Training is about growth and development. A multi-faceted property like the Indaba has a lot to offer trainees. We teach our staff that their job is important to the business, no matter what they do, and that there is always room for personal flair".

The versatility of the Indaba is part of its ongoing appeal. The corporate market has a choice of 28 function rooms that can be arranged to create a variety of settings. Three large venues - two marquees and the Injabulo room - cater for large groups of between 300 and 700 people.

Business is brisk and the hotel can run up to three weddings during a weekend. Conferences provide steady business throughout the week.

On the hotel side, the Indaba has 210 en-suite bedrooms. An outsourced business and travel centre services the tourism needs of guests. Around 1000 parking bays are spread across the property.

The food and beverage offering includes the Epsom Terrace Restaurant, Courtyard restaurant and tea garden, and Siphuza Bar. Food and beverage manager Rudi van Jaarsveld was thrilled when the winelist recently received a Diners Club Platinum Award.

To boost restaurant covers, Van Jaarsveld has introduced a "two-for-the-price-of-one" promotion on Mondays. This is a big "walk-in" opportunity for local residents. Saturday nights offer a dinner-dance evening at R75 for a full buffet and glass of wine. Sunday breakfast features champagne and oysters and lunch the Dave Mills Jazz Band. These have proved so popular that guests book two weeks in advance.

Half an hour from both Sandton and Johannesburg International Airport, the hotel is within easy reach of highways, but sufficiently out of town to create a country lodge feel. Thatched roofs, gardens and 24-hour fire in the hearth in the foyer enhance this. Insurance on the thatched roofs is some R600 000 per annum alone, but worth it, according to Overbeck, as it is a trademark feature of the Indaba.

The Indaba has been cash-flow positive for the past 18 months thanks to careful cost control and management by financial manager Alie Carrim. He has built up good relationships with suppliers during this time.

The hotel runs at high occupancy, with revenue up 18% and occupancy up 12% on last year. There has been no room rate increase and only a slight cost-related F&B increase.
"Know your neighbour" promotions, run twice a year, see local businesses and residents invited to a party at the Indaba to keep the hotel top of mind. This is also a community building exercise and networking opportunity.

Easy access to the outdoors has lessened the impact of the smoking legislation. A covered extension to the patio doubles up as a bandstand and a smoking section during bad weather. A series of refurbishment programmes is on the cards, which will also enable the Indaba to "put its best face forward". The liquidation brought a halt to a major refurbishment, but a friend in the decorating business taught maintenance staff how to achieve an attractive paint effect that kept the main buildings looking good.

With all the work that has been put in, Overbeck expects the outcome to be a strong team of staff, an increase in customers and a better bottomline. After 47 years and a number of metamorphoses, the Indaba staff and management are ready to take on the next challenge.